Recently purchased some crystal highball glasses from this company and was so impressed with there service I wanted to leave them a review, something I don’t normally do , The glasses arrived prompt... Näytä lisää
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Katso, mitä arvostelun kirjoittajat sanovat
The glasses are beautiful and all I hoped for. Sadly a gin ballon arrived with a shattered stem eventhough they were very well packed and padded. I emailed Urban who got back to me almost immeadiatl... Näytä lisää
Yritys on vastannut
We ordered two rocking whisky tumblers. They were competitively priced and arrived promptly. The glasses were very well wrapped and appeared exactly as advertised. They are intended as a gift so have... Näytä lisää
Great professionals, as usual. Not only when goods arrive in good conditions, but also when some items arrive damaged. Refund or replacement happens swiftly and with great manners during the process.... Näytä lisää
Yrityksen tiedot
Erilaisten ulkoisten lähteiden tuottama tieto
Premhttps://s3-eu-west-1.amazonaws.com/tpd/logos/5a2ff8cab894c9021446e92c/0x0.png?cache-bust=1582199619160ium glassware and barware designed by Urban Bar. B2B Branding and Bespoke Design services available to the UK and Europe.
Yhteystiedot
The Glasshouse, Highfields Business Park, SG8 5JT, Kneesworth, Yhdistynyt kuningaskunta
- 01763244473
- admin@urbanbar.com
- urbanbar.com
4,7
Erinomainen
1 t. arvostelua
Pyytää asiakkailta arvosteluja
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On vastannut 100 %: iin saamistaan huonoista arvosteluista
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Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Poor quality and even poorer customer service
I received glasses that were clearly faulty, with visible bubbles and imperfections that were not shown or mentioned in the product description. When I contacted the company, they refused to cover the return shipping and tried to justify the defects by saying the glasses were handmade.
Handmade or not, products still need to be as described and of satisfactory quality. Using “handmade” as an excuse for poor quality is unacceptable and shows very poor customer service.
The company also responded anonymously without signing their name, which says a lot about their professionalism.
I would not recommend buying from this company. Poor product quality and even poorer customer service.
Update: Thank you for your response, Sam. Unfortunately, the email address you provided does not exist, so I was unable to contact you directly. This explains a lot about the company.
To clarify again: the imperfections in the glasses I received — including visible bubbles and distortions — are not shown in your product photos and not mentioned anywhere in the product description. Under the UK Consumer Rights Act 2015, goods must be as described. If imperfections are part of the handmade process, they must be clearly disclosed before purchase. They were not.
This is not a “change of mind” return. It is a return due to goods not matching the description, which means the seller is responsible for covering return postage.
I have already contacted your customer service team and requested a prepaid return label. I am still waiting for a response. If this is not resolved, I will escalate the matter to Citizens Advice and Trading Standards.
28. toukokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Urban Bar
Thank you for taking the time to leave your review. We are sorry to hear that you are disappointed with your purchase and with the service you feel you have received.
The product in question is our Misato Highball Glass, which is handmade and produced using 100% recycled glass. As a result of this manufacturing process, small visible bubbles, slight variations in clarity, and minor differences between individual glasses can occur. These characteristics are part of the handmade and recycled nature of the product and, in our view, do not constitute a fault.
We do appreciate that handmade glassware is not to everyone’s taste, and we are certainly not using “handmade” as an excuse for poor quality. We simply do not agree that the features described make the glasses faulty. The product image on our website also reflects the nature of this style of glassware; it does not depict a machine-made, perfectly uniform crystal glass. Slight movement in the rim and minor variations in the glass are visible, which is consistent with what customers can expect from this range.
To be clear, we have not refused your return. You are very welcome to return the item to us and, once received, we will issue a full refund. However, as we do not consider the product to be faulty and the return is therefore because the item is not required or not suitable for your expectations, we are not arranging a collection or covering the return postage.
We are genuinely sorry that you feel our customer service has fallen short. Customer service is something we take extremely seriously and is a cornerstone of our business. We are very proud that it is regularly praised by our customers across Trustpilot, Lipscore, and other review platforms.
Regarding the emails you received without an individual name attached, this was not a deliberate attempt to respond anonymously or hide who you were dealing with. We have recently installed a new organisation-wide email signature system, and we are currently experiencing an issue where individual names and details are not always populating correctly in shared and generic mailboxes. This is an IT issue that we are actively working to resolve.
For full transparency, the team member you were dealing with was Paula. My name is Sam, and I am one of the directors at Urban Bar. If you would like to discuss this further, you are very welcome to contact me directly at sam@urbanbar.com.
We are sorry that this experience has not met your expectations, but we hope the above explains our position clearly and transparently.
Edit: Hi Magdalena, I will email you directly rather than having this conversation online. I can assure you my email does exist. I can see your email in our customer service mailbox. Will revert shortly. Many thanks- Sam
Great selection of glassware
Great selection of glassware at very reasonable prices. Well packaged and delivered promptly.
5. tammikuuta 2026
Vastaus yritykseltä Urban Bar
Thank you Matt :)
Their glasses are really beautiful
Their glasses are really beautiful. They are nice and delicate but at the same time robust (I dropped one glass and it remained in tack). Communication was great and items were with me a long time. The website when accessed on my phone could be better to access. I have ordered a few times, they are best glasses that I’ve used.
20. huhtikuuta 2026
Oma-aloitteinen arvostelu
Bought as a gift
I bought this for a present from a list so it wasn't my choice. However, the item arrived on time and in good condition, so what I needed for a choice of present. The person it was for was very pleased. For me, it was easy to order and a worry free experience.
13. lokakuuta 2025
This company stands out as truly…
This company stands out as truly exceptional and remarkable.
31. joulukuuta 2025
Oma-aloitteinen arvostelu
Very Happy with Urban Bar
Quick dispatch, good communications, delicate product well packed for shipping, and the glassware is really beautiful :)
6. lokakuuta 2025
Fast and cheap international delivery
The products were in best condition when delivered. The products arrived in the advance specified period.
6. lokakuuta 2025
Fast shipping and good quality
Shipping was fast and the product works fine and doesn't have any problem when put in the dish washer
10. syyskuuta 2025
Urban Bar offers exceptional cocktail…
Urban Bar offers exceptional cocktail products with refined, high-quality designs that make ideal gifts for both men and women. Delivery was perfectly on schedule, and the packaging was immaculate, reflecting the company’s commitment to excellence. I highly recommend Urban Bar and look forward to ordering again in the future.
16. syyskuuta 2025
My order arrived much quicker than I…
My order arrived much quicker than I expected and the glasses were very well packaged so they all arrived whole. The gold rim glasses are stunning. Thank you
8. syyskuuta 2025
Parfait la qualité et la livraison très…
Parfait la qualité et la livraison très rapide
Je recommande à 100%
15. syyskuuta 2025
Lovely Nick and Nora glasses
Lovely Nick and Nora glasses, a good weight in the hand and nice price too. Looking forward to road testing them and my Boston shaker. All well packaged and promptly dispatched.
8. syyskuuta 2025
Very good service
Very good service. When I ordered a shaker and wanted to swap it Urban Bar was very helpful and quick.
10. syyskuuta 2025
I abide by the cocktail hour a few…
I abide by the cocktail hour a few nights per week ;) and your glasses are so beautiful to use. Correct volume for those strong vintage cocktails, particularly your beautiful coupes!
8. syyskuuta 2025
Prodotto e servizio impeccabile!
Imballaggio perfetto. Spedizione rapida. Servizio clienti impeccabile. Ho acquistato bicchieri Pearl Diver introvabili in Italia e grazie a loro con la spedizione internazionale li ho potuti ricevere in tempi brevi e perfettamente imballati! Sono stati super veloci e professionali a gestire il processo di sdoganamento. Semplicemente perfetti!
1. syyskuuta 2025
White wine and champagne coupe glasses
White wine and champagne coupe glasses, engraved, both beautiful, just what I wanted.
Great prices too
29. elokuuta 2025
Excellent product
Excellent product, first class service. Personal email from the managing director was a nice touch.
28. elokuuta 2025
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